Uniphore

JANUARY 24, 2022

The result: higher agent performance, engagement and retention. Today’s leading enterprises rely on Uniphore’s agent assist software to drive employee engagement and performance. Check out our Agent Assist eBook to learn how to make your desktop work smarter—so you can make every agent your best agent. Learn More.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

JANUARY 25, 2024

WEM adds the element of employee engagement as the linchpin to delivering outstanding CX. It’s well established that exceptional employee engagement produces extraordinary customer experiences. Workforce engagement management matters because the agent experience matters. Why is WEM Better than WFO?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

PeopleMetrics

MARCH 25, 2015

A great customer experience partner can plug into customer feedback, employee engagement , and cultural cues to create a long-term customer experience strategy for your unique situation. In independent research, we’ve found that customer-centric culture can positively affect employee engagement.

Customer Experience 94

Customer Experience Employee engagement Feedback Customer centricity 94

SharpenCX

JUNE 8, 2021

According to research conducted by Bobby Medlin and Ken Green, “goal setting positively impacts employee engagement, employee engagement positively impacts optimism, and optimism positively impacts individual performance.” Read Next]: Create a culture of coaching to improve employee engagement in your contact center.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Playvox

MARCH 1, 2022

Employees can access eLearning materials through devices such as computers, tablets, and mobile phones. The best contact center learning management systems enable multimedia eLearning, which means agents can learn skills from: Videos eBooks Webinars Podcasts Slide decks Articles Livestream instructor-led training.

Contact Center 83

Contact Center Call Center Service level Employee engagement 83

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. Related Article: 4 Smart Reasons To Offer Remote Work In Your Contact Center.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Creative Virtual

OCTOBER 6, 2020

A direct quote of the explanatory theme for this Customer Service Week says: “The impact of events affecting the world today have changed the way in which companies and their employees engage with customers.”

Virtual Agent 52

Virtual Agent Wait times Chatbots Employee engagement 52

Satrix Solutions

JANUARY 20, 2021

Upon learning this was a commonly used attack, they were able to get in front of the messaging and speak to prospects about the stability of the organization and their commitment to employee engagement and promoting from within.

Sales 78

Sales B2B Employee engagement Feedback 78

Playvox

JANUARY 12, 2023

The main objective is to be able to virtually understand what is happening in your support center remotely without micromanaging your team — a surefire way to decrease employee engagement. Find out more about making the most of your hybrid or remote team in our ebook The Contact Center Conflict: Remote Work vs. Return to the Office.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Noble Systems

JULY 1, 2019

Paced rewards require users to collect several of them in order to redeem for something larger, useful for keeping employees engaged (collect three tokens and trade up for cash or non-cash prizes such as $25, a free lunch or a prime parking spot for a month). Achieving Long-Term Success. State clear goals.

Gamification 71

Gamification Best practices Contact Center Employee engagement 71

PeopleMetrics

MAY 15, 2015

Employees have to be motivated to go the distance for your customers. What you can do to help employee engagement and build a customer-centric culture is take actions like incentivizing above-and-beyond behaviors, celebrating employees who deliver great experiences, and empowering employees to handle customer issues autonomously.

Customer Experience 104

Customer Experience Customer advocacy Employee engagement Feedback 104

SharpenCX

AUGUST 4, 2021

Setting clear goals for your team is integral to employee engagement and the success of your agents. And, when your team remains engaged and reaches their goals, your customers benefit. But unless you look at your data, you don’t know how your contact center’s performing. It’s a win-win! >>

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Global Speech Networks

MAY 24, 2021

Employee Engagement. When surveys occur after customer experiences that involve your employees, the attitude and engagement of the employee can have a profound impact on participation rates. The value of a personal request for feedback from an employee cannot be underestimated. Contact Us.

Feedback 52

Feedback Complaint resolution Surveys Employee engagement 52

Noble Systems

AUGUST 19, 2020

It’s the perfect tool to attract, motivate, engage and retain millennial professionals. It can lead to better job satisfaction, improved performance, and employee retention. Download our new ebook for the full story on “Financial Services and Gamification: Building Trust and Revenue.”.

Gamification 98

Gamification Banking Enterprise Coaching 98

SharpenCX

JUNE 22, 2021

Download Now]: Get the Customer Experience Ebook and Learn How to Use the Data Living in your Call Center Software to Grow your CX and AX Strategies. Step 4: Provide a pathway for upskilling employees and developing professional skills. And, there are significant business benefits to employee engagement.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

Playvox

AUGUST 15, 2022

The research also indicates 90% of organizations want to drive high employee engagement to help their employees stay motivated and increase retention. That’s because 45% of employees are likely to stay longer at a workplace where they feel engaged and appreciated.

Contact Center 77

Contact Center Gamification Surveys Management 77

Talkdesk

JUNE 18, 2020

Creating customized call flows help get new employees up to speed faster and assist customers sooner. Using a knowledge management solution that enables learning by doing: Highly interactive training content keeps employees engaged and enables training that’s both faster and smarter.

Management 63

Management Government Call flow Scripts 63

Beyond Morale

SEPTEMBER 20, 2011

Note: the Beyond Morale Program is a scientific and logical method that allows everyone to get clear insight into the complexities of human (employee) engagement, i.e., becomes more aware of what makes people tick in a simple and rapid way. Unmet Needs Progress. Think about this scenario for example. The Better Way.

Morale 54

Morale Employee engagement Feedback Personalization 54

Playvox

JANUARY 11, 2024

It’s also extremely valuable to create a better agent experience and improve employee engagement. Related reading: Playvox eBook: Top Tips for Engaging and Motivating Agents 5. Create a Better Agent Experience WFM isn’t only about creating a better customer experience.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

DECEMBER 5, 2022

The empathy you show by seeking out their side will help boost employee engagement and retention. Get our new free ebook, Combatting Contact Avoidance And Creating The Right Policy To Manage It. Agent attrition is costly and damages customer experience, so it’s best to find ways to ease stress for your team.

Contact Center 52

Contact Center Average Handle Time Management Coaching 52

Playvox

JULY 14, 2023

By investing in effective coaching strategies and technology, contact centers can lower the average cost of agents and maximize employee engagement levels at the same time. Listen To Your Team To keep agents engaged and productive, it’s important they feel heard.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

MARCH 30, 2021

Employee engagement: How engaged are my agents? Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Use Gartner’s five KPI categories for customer experience as your guide. With their managers?

Call Center 67

Call Center Technology Customer Experience Contact Center 67

PeopleMetrics

SEPTEMBER 17, 2015

Get this free ebook to learn how to improve the early stages of your customer experience! The emotional journey for your customers starts before they’re actually customers. Their delight or emotional frustration can determine whether you ever get a second chance with them. Thanks for reading, and we'll see you soon. * * *.

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120

Calabrio

JUNE 9, 2016

average hold times are too long), it will also help you connect customer experience to other important aspects of your business such as sales, customer loyalty and employee engagement. Not only will this data help you recognize problem areas (i.e. After all, you can’t improve what you can’t measure.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

ClientSuccess

NOVEMBER 3, 2017

He realized providing managers with resources and training for great 1:1’s and making it required would have a positive impact on employee engagement (which they wanted to improve). After this question, the switch flipped in his mind. This is what CSM from the Trenches is all about – celebrating the frontline CSM. Example here. —.

Best practices 44

Best practices SaaS Employee engagement Metrics 44

Comm100

JUNE 19, 2018

It’s only through paying attention to employee engagement that those cast members can be empowered to. Ernesto spoke to the importance of ensuring employees are engaged, as it’s only those employees who will deliver the best service. Culture & Training. Let us know in the comments below.

Entertainment 40

Entertainment Contact Center Best practices Call Center 40

NobelBiz

MAY 16, 2023

If you want a more in-depth, one-on-one explanation about the difference between the two and what suits best for your business, download our free exclusive ebook: On-Premise vs. Cloud Contact Center Solution: Benefits and Challenges. How Do Hosted Contact Centers Work? Let’s see why.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Satrix Solutions

FEBRUARY 26, 2018

For more ideas on boosting response rates, download our ebook: . The post How Do You Get Employees to Take a Survey? Satrix Solutions can help you to develop a program that produces quality, high response rates, and actionable results. Contact me today to learn more. appeared first on Satrix Solutions.

Surveys 60

Surveys Feedback Best practices Management 60

SmartKarrot

MARCH 23, 2023

This eBook is our attempt to illustrate a few practices that we feel should be adopted to foster the dynamics and cater to the changes and pressures of today’s working environment. Conclusion With that, we come to end of this eBook which was meant to provide a quick preview to all the insights we have on the topic.

Morale 10

Morale B2B Coaching Employee engagement 10

SmartKarrot

MARCH 23, 2023

This eBook is our attempt to illustrate a few practices that we feel should be adopted to foster the dynamics and cater to the changes and pressures of today’s working environment. Conclusion With that, we come to end of this eBook which was meant to provide a quick preview to all the insights we have on the topic.

Morale 10

Morale B2B Coaching Employee engagement 10

Noble Systems

MARCH 19, 2021

Gamification is the latest player on the WEM field, and it’s quickly becoming an MVP in the employee engagement arena. Additional Resources: Ebook: Buyer’s Guide to Contact Center Technology. Gamification takes otherwise routine tasks and makes them fun. Contact Us to get the industry’s best small business call center software.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

NobelBiz

MAY 16, 2023

If you want a more in-depth, one-on-one explanation about the difference between the two and what suits best for your business, download our free exclusive ebook: On-Premise vs. Cloud Contact Center Solution: Benefits and Challenges. How Do Hosted Contact Centers Work? Let’s see why.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Comm100

JANUARY 25, 2018

A survey that’s being run to reinforce a customer-first culture will be very different to a survey being sent to a survey assessing employee engagement. The last mistake you want to commit is to carry out an impromptu survey of your employees. Your goals for the survey will absolutely affect the questions asked. Download Now.

Surveys 42

Surveys Feedback Morale Employee engagement 42

Russel Lolacher

JUNE 19, 2022

Free ebook : How to Resolve Interpersonal Conflicts in the Workplace. Connect with Liz on her platforms: Liz’s Website. Workplace Wisdom Blog. PLAY AND SUBSCRIBE. Or, listen on: Apple Podcasts. Google Podcasts. KEY TAKEAWAYS. The difference between compassion and empathy.

Coaching 98

Coaching Personalization Consulting Consulting 98

CX Global Media

OCTOBER 10, 2018

Jim has authored nine ebooks regarding contact center quality, employee engagement, and customer-focused leadership development.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

SharpenCX

JULY 21, 2021

They invest in training and development and give employees opportunities to grow with the company instead of having to leave to find growth. And with employee surveys , Marriott can measure their employee engagement to see how it impacts business. customer expectations and delight customers with every interaction.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137